Complaints

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• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date vehicle picked up: 1/09/2023 Total amount paid: $2896.30 Work to be done: Rebuild top end of engine Issue: Vehicle is still not running properly Owner refuses to speak with me on the phone or in person when I went there to try to resolve problem.Vehicle was bought to shop 6/5/23 and a $1000 deposit was given. He did not begin work until late September. He called wanting more money, he was advised the balance would be paid when the vehicle was ready for pick up. Received call that the vehicle was running "OK" but needed some sort of tube, he was advised to make the needed repair, he again asked for more money and again was told when the vehicle was running and picked up he would be paid in full. On 10/6/23 at 4:30PM I received a call that the vehicle was ready to be picked up, I explained I had no transportation and asked for a courtesy pick up, he refused. He was advised vehicle could be picked up and paid for next day to which he replied he was not open on Saturday. He was advised it would then have to wait until Monday. He asked for my credit card number and became irate when I refused to give him the number over the phone. When I went to pick up on Monday we paid in full, he refused to come in from the garage to speak with me but told his technician to advise there was "no warranty" on the work. There has always been a 12 month warranty whenever he worked on the vehicle. Next morning the vehicle had leaked oil all over the driveway and would not stay running. Attempted to call but he refused to come to the phone. Went into the shop and was told I 'was no longer a customer'. Took the car to a different mechanic who reported the work that was to be done was not done and what was done was done poorly. The shrouds were missing off the engine, which could cause engine to blow. I called and his tech told me 'yeah we have the shrouds' I told him I would be in to get them, 10 min later he called back saying they weren't my parts and they didn't have them.

  Business Response

  Date: 12/06/2023

  work was done as promised, discounted pricing to fit budget. Parts were very expensive and needed to order, that is why there was payment up front. When vehicle was completed, I explained that the there is additional work needed but they declined additional work. based on the way I was treated from the beginning, i have the right to refuse business. They had a few options and was explained from the beginning that the vehicle needed a full rebuild. I was told by the **** that his wife would never want to put that much money into it. I gave him the option on doing the work a different way as he said he wasn't going to keep the vehicle. I provided a discount option that he knew did not include a warranty. Then called saying there were parts mission on an area we did not repair. I have no problem losing this "customer" and I highly doubt a shop even looked at it considering that they told me they couldn't find one to work on this specialty vehicle. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20962421
  
  I am rejecting this response because:

  If ******* had performed the work as promised the van would be running, and not leaking oil.  He is being dishonest! Anytime he advised of work to be done he was given authorization to complete the necessary work.  The relationship had always been cordial until I refused to give him my credit card number over the phone for final payment. When given the initial verbal ballpark estimate for the repairs I did say "my wife isn't going to be happy but it needs to be done".  At no time was I told I was being given discounted pricing or that there would be no warranty. I took the van back to my original mechanic, who has been in business over 40 yrs and has extensive experience working on VW's.  He was able to look at it at that time and found the valve cover was put on upside down and there was no gasket, which is why the van was hemorrhaging oil.  He also identified parts missing off the engine that work as the cooling system for the  air-cooled engine, that he states were there the last time he had the van in his shop.  Mechanic states without those parts the engine was destined to fail.  In hindsight I would have been much better off waiting on the original mechanic to do the work then looking elsewhere.  ******* is correct about one thing we did tell him we wanted to sell the van within the next year or so after we took a trip to the ***** in it first.  So now the van is sitting at the ****************** waiting its turn to be repaired, as we search for the needed parts that came up missing after being at Quality Garage.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/12/2023

  not correct at all, As  i mentioned, he was given options and recommended a full rebuild due to the nature of the repairs. I do not mind losing this so called customer based on the experience I have had with him nor will i accept any future business . Businesses have the right to refuse business and I will be exercising that right. I find it ironic that one of the complaints are time but now it sits at another shop waiting. Sounds like they may be exercising that right as well soon. All repairs were completed as promised. How many times are we going to go back and forth?